Are you ready to unlock the true potential of your customer experience and elevate your business to new heights? Our Voice of the Customer (VOC) Insights Assessment is a comprehensive and data-driven approach to understand and optimize your customer experience like never before.
At MDRG, we believe in a holistic understanding of your organization's goals and strategies. Discovery involves conducting in-depth stakeholder interviews with key personnel from various departments, including Marketing Leadership, Digital, Brand, Strategy Leadership, and Research Lead.
Our VOC Insights Assessment delves into the heart of your organization to understand and align on strategic priorities at every level – from the overall vision down to specific departments and channels.
To ensure a successful VOC program, we identify key performance indicators (KPIs) to measure success, aligning them with your brand, ease of use, total health, and operational excellence objectives
We help you identify and clarify your organization's vision and strategic priorities, ensuring everyone is on the same page.
We work to enhance the quality of data input from your website, allowing you to make informed decisions for your strategy and digital marketing efforts.
Our assessment sheds light on the often-murky areas, such as overall priorities and brand/marketing priorities
Our team meticulously assesses your existing VOC practices and how they align with the identified success metrics. We review past VOC studies, benchmark their usefulness, and examine how effectively your organization implemented the findings.
Understanding your data sources is crucial for a successful VOC program. We review the tools and programs you use, the data they capture, who has access to this information, and the frequency of use. Some of the tools we explore include Qualtrics surveys (trigger-based and ownership), NRC products/studies, Press Ganey, Social Sentiment, Ratings, and Reviews.
Ensuring the right people receive the right information at the right time is vital. Our assessment addresses the feedback loop within your organization to enhance communication and streamline decision-making processes.
The result of our VOC Insights Assessment is a comprehensive combined report that includes:
We highlight areas where improvements can be made, accompanied by suggested priorities for implementation.
Our experts outline a roadmap for your VOC program, providing clear steps to follow for ongoing success.
We present our insights at an executive level, making it easy to share and discuss with key stakeholders.
Elevate your customer experience and transform your business with our VOC Insights Assessment. Get in touch with us today to schedule a consultation and embark on a journey to exceptional customer satisfaction and long-term success.